• What does it mean to effectively manage a customer’s experience?
• What tools are needed to do so?
• How can we measure the efficacy of those tools to consistently deliver excellent experiences?
• What is the difference between managing experiences, and measuring them?
Customers will naturally have different experiences of an organization at different phases along their journey. Different teams will interact with customers according to a diverse range of objectives and priorities in line with their function, but there is one thing that they must all strive to do in order to keep their customers satisfied: ensure that those experiences are excellent. That’s why understanding what customers need out of each experience – at each phase of the journey – is crucial. We’ve written this E-Book, to help enterprises and the people who lead them – every step of the way.